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Guest Blogs

Highlights of our guest posts from our collection of contact centre industry experts.

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Avoid Common Automation Mistakes When Using Conversational AI – Part I

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Real-Time vs. Post-Call Analytics in Contact Centres

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5 Ways AI Improves Customer Experience Management

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What Is Call Abandonment Rate and Why Does It Matter?

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5 Questions to Consider When Evaluating Written Customer Conversations

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6 Effective Strategies to Improve Customer Loyalty

How to Analyse Data to Identify Gaps in Agent Training?

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The Key Objectives of Performance Management

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Contact Centre WFM: Long and Short-Term Planning

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What to Add to Your Quality Assurance Program

The Intraday Story – Four Reasons to Think Again About Real-Time

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20 Call Centre Contest Ideas for Boosting Morale

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Top 11 Customer Feedback Tools for Customer Service in 2024

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5 Best Practices for Multi-Step Digital Workstreams

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6 Tips for Driving Better Scheduling Practices

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Complaint Handling in Your Contact Centre

How to Deliver More Memorable and Effective Training

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Survey Paints Positive Picture of Employee Engagement During Lockdown

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The Art of Balancing Data-Driven Decisions With Intuition in WFM

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Green Flags that Let Know Your UC Vendor is Reliable

What Is Call Centre Shrinkage and How to Reduce It

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The Top 3 Gamified Learning Platforms in 2024

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What Is a SaaS Call Centre or Cloud Call Centre?

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29% Leverage the Same Vendor for Both CCaaS and UCaaS